Transitioning your call center from a typical “customer service” environment to a “sales” environment can be a challenging, however, in today’s competitive environment, it is critical to have everyone in your organization focused on upselling or cross selling products/services.
My topic of adding sales to your customer service culture will provide you with strategies for making this transition and ensuring your call center is a revenue generator for your company. These strategies allowed our call center to begin to pay for our own operating expenses within three months, improved the morale of the employees and providing more opportunities for all center personnel.
Susan Wolski Bio:
Sue is a Performance and Metric Manager with TXU Energy. She has a long history in call center (sales and service) performance driven success. In her current role Sue measures, monitors and provides direction to a team that drives sales and service execution through more than 700 agents. Sue has held positions as call center performance consultant and has worked for fortune 500 corporations as setting up new call centers as well as improving performance of current sites. Sue is well regarded in the industry as a person who can step in to a center and find and solve for performance gaps resulting in unprecedented performance. Sue recently presented and served as a panelist at the IQPC’s Call Center Performance, Productivity & Metrics conference. She delivered a presentation on “Strategies for Driving the Sales and Service Team to Some of their Highest Metrics.”
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